出版社：Network of Asia Pacific Schools and Institutes of Public Administration and Governance
摘要：Service excellence has been a long held goal for the private sector and increasingly, in the
government sector for many countries. With the introduction of online services in recent
years by governments around the world, the provision of excellence in e-governance
services is becoming an equally sought after goal. The measurement of e-governance quality
is addressed here with particular reference to India, a country with a population of
approximately one billion people, where a high standard of e-governance provision can be
expected to have a positive impact on a very large number of people. The paper provides
an exploratory study of assessing service orientation and thereby providing a conceptual
model of indicating the extent of how the services within the public sector can be
categorized.
